Default Search Mode

Determines the manner in which search terms in the Search field are utilized

Keywords + Title

Keywords + Title

Fulltext (FTS)

Attachments

Keywords + attachments

Fulltext + attachment

YES

YES

The image below shows default search of Keywords + Title. Upon entering a word in the search, documents listed will either have that word in the title of the document or it will be in the keywords of that document.

Topics Dropdown Menu

Description

Default Setting

Options

Available for Internal Site

Available for External Site

CLICK THE UPDATE BUTTON TO SAVE YOUR CHANGES

Allow users to select a specific Topic from a dropdown menu next to the Search field

ENABLED for both the Internal and External Sites

Enable or disable on one or both KB Sites

YES

YES

Users can select a specific Topic from in the dropdown menu. Documents pertaining to that Topic will appear in a table below the search. The image below shows the contents of the Topic dropdowm menu in the KB User's Guide live site. For more information about how to display/hide certain topics from this dropdown menu, please refer to the Dropdown attribute in this section.

Topics Filters Conditioning

Description

Default Setting

Options

Available for Internal Site

Available for External Site

CLICK THE UPDATE BUTTON TO SAVE YOUR CHANGES

Using the OR operator means: adding more keywords to a KB search will yield a larger set of documents.

Using the "AND" operator, adding more keywords to a KB search will further narrow the documents it will yield.

Use "OR" operator

Enable or disable on one or both KB Sites

YES

YES

In the image below, we used the HRS KB as an example as they are using the "AND" operator. We have entered the word "sabbatical" in the Search field and selected four of their topics to yield a very narrow and specific set of documents.

Audience Dropdown Menu

Description

Default Setting

Options

Available for Internal Site

Available for External Site

CLICK THE UPDATE BUTTON TO SAVE YOUR CHANGES

Users can self-identify themselves as a specific Audience in the dropdown menu to yield documents selected just for them.

Sort by Client OS/browser

While searching the KB, your Operating System (OS), browser and screen resolution are detected. Based on your user needs, this may need to be disabled.

Both Internal and External options DISABLED

Enable or disable on one or both KB Sites

YES

YES

Searching KB sites that have created content specific to OS and browser will yield search results that applies to your own OS and browser, displaying what is most relevant to you at the very top of the search list. This means that the Search/ Priority may be overridden based on your search.

For example, a search on the external Help Desk KB Site of "clearing cache and cookies" will yield OS/ browser specific results. The image below shows a search from a Mac laptop using a Chrome browser. The search yields a Mac/ Chrome document first and then displays a list of documents written for the Mac user on other browsers. Note how the document called ***Clearing Browser Cache and Cookies that was assigned the High Priority (as indicated by the gold asterisks next to the name) is listed after the OS and browser-specific content.

However, the same search from a Windows laptop using Chrome will yield a different set of documents based on OS and browser detection. The image below shows a search that yields a Windows/ Chrome document first and then displays a list of documents written for the Windows user on other browsers. Again, note how the document called ***Clearing Browser Cache and Cookies that was assigned the High Priority (as indicated by the gold asterisks next to the name) is listed after the OS and browser-specific content.

Cross Site Search Option

Description

Default Setting

Options

Available for Internal Site

Available for External Site

CLICK THE UPDATE BUTTON TO SAVE YOUR CHANGES

Displays results from other internal and external sites to which you have access.

Both Internal and External options DISABLED

Enable or disable on one or both KB Sites

YES

YES

When searching your live KB site, your search can display results in other internal and external sites to which you have access. The image below displays search results for the keyword, "trash", in the KB User's Guide internal site. At the very bottom of the page, a link appears, Search other internal sites >>.

Clicking on this link will display results in other internal KB sites to which you have access, including the Unified KB circled in red in the image below.

Use synonyms in user search

Description

Default Setting

Options

Available for Internal Site

Available for External Site

CLICK THE UPDATE BUTTON TO SAVE YOUR CHANGES

Site search indexes the Common Synonyms table in the KB.

Both Internal and External options ENABLED

Enable or disable on one or both KB Sites

YES

YES

When an end user performs a search in the KB, their search terms are sometimes matched up with Common Synonyms in the KB, which are also searched in the background. For example, if you enter the keyword back up, it will be matched up with the synonyms in the KB, "backup, backups, back-up, back-ups, backuping, back-uping, backing-up, back up, back ups". The image below is a line in the synonym table.

If you opt out of indexing Synonyms for your internal site, this will also disable synonym searches in the Admin Tools.

Note: Opting out of synonyms in the internal/or external site will not take effect for searches performed on the Unified KB; synonyms will always be indexed there.

Advanced Search Link

Description

Default Setting

Options

Available for Internal Site

Available for External Site

CLICK THE UPDATE BUTTON TO SAVE YOUR CHANGES

Site search includes indexing the Common Synonyms table

Both Internal and External options ENABLED

Enable or disable on one or both KB Sites

YES

YES

The Advanced button is found next to the Search button, to allow for a finer-grained search.

Clicking on the Advanced button will yield a form (pictured below) allowing you to query a specific search mode, matching, topics, audience, sort by and results per page. For details on fields in this feature, please review this document.

Search Tip Page Link

Description

Default Setting

Options

Available for Internal Site

Available for External Site

CLICK THE UPDATE BUTTON TO SAVE YOUR CHANGES

A button that appears alongside the Search leading to a specific document with Search Tips.

Both Internal and External DocID field is blank

Enable or disable on one or both KB Sites

YES

YES

You may display a Search Tip button leading to a document that your team has developed with search tips very specific to the content of your KB site. The button appears on the same row as your Search field and button. In the image below, the Search Tip button is on the right, circled in blue.

Clicking on the button will yield a pop up box displaying your document. The example below is a document with Search Tips doc for the KB User's Guide KB.

A button that appears alongside the Search leading to the Site Topics Map.

Both Internal and External are DISABLED.

Enable or disable on one or both KB Sites

YES

YES

The Site Map is a file that is button leads to a KB page displaying your Topics Map. Clicking on each link in the Topics Map will lead you to a list of documents that have been assigned to that specific topic. The Site Map button appears on the same row as the and Search button and text field.

When you click on the Site Map button, the Topics Map will be displayed. Below is an example from our Demo KB site. You will see the Topic parent/ child structure is clearly demarcated.

To enable or disable this feature, click on the box(es) in the internal or external columns, depending on which site(s) you would like the Topics Map to appear.

Those using screen readers may choose to disable the QuickView and Module collapse/expand toggles.

Both Internal and External are ENABLED.

Enable or disable on one or both KB Sites

YES

YES

You may toggle between expand and/or collapse while viewing the Content and Side Modules by clicking on the chevron on the upper right corner. Also, from any of the document queues (e.g. Active, In Review, In Progress...), the Document Quickview allows you to see a full read-only view of your document and toggle between open and closed by clicking on the triangle.